churn-prevention
Churn prevention
Churn comes in two kinds with different fixes: voluntary (the customer chooses to cancel; cancel flows, save offers, exit surveys) and involuntary (a payment fails; retries, dunning emails, card updaters). The best save happens before the customer clicks Cancel, and the cancel itself stays easy: the way out is visible on every screen and the cancellation completes even if the save flow errors. This skill comes from [coreyhaines31/marketingskills, churn-prevention] (MIT, Copyright (c) 2025 Corey Haines), checked against ROSCA and the FTC's 2026 rulemaking notice, Stripe's Smart Retries, card and cancellation-page docs, Paddle's webhook overview, and GDPR Art. 12. The source's churn statistics carry no study and are left out or labelled. It is for subscriptions you bill yourself; store subscriptions (where the user cancels in the App Store or Play) are in app-growth RETENTION-AND-MONETIZATION.md and revenuecat BILLING-AND-RECOVERY.md. Stripe mechanics stay in stripe SKILL.md; preventing early churn through activation is onboarding-and-upgrades SKILL.md.
Read the product context file first, .agents/product-context.md (anti-slop-copy CONTEXT.md); the source calls it .agents/product-marketing.md. Then ask [coreyhaines31/marketingskills, churn-prevention]: monthly churn, voluntary vs involuntary if known; active subscribers and average MRR; whether a cancel flow exists; the billing provider and intervals; whether pause or downgrade is supported; whether usage is tracked per user and what the activation metric is; past cancel reasons; B2B or B2C; and the brand tone for offboarding.
Apply only the routes and checks for the selected job. Read a linked skill's named file from its installed folder when available, or from the linked source. Report an unavailable required reference instead of inventing it. [skill-authoring, DISTRIBUTION.md#composing-skills]
| The job | Read |
|---|---|
| The five-step cancel flow, the exit survey, offers by reason, discount, ladder and pause rules, downgrade, wireframes, B2C, B2B and freemium flows, monthly vs annual, segments, post-cancel, data after cancel | CANCEL-FLOWS.md |
| Risk signals, the health score with partial coverage, interventions, churn metrics and formulas, cohorts, cancel-flow A/B tests | HEALTH-SCORE.md |
| Involuntary churn: prevention, card updaters, retries and Stripe's real settings, the four dunning emails, grace periods and access, in-app banners, Stripe and Paddle webhooks | DUNNING-COPY.md |
| The law: ROSCA's three duties, the vacated 2024 rule and the March 2026 rulemaking, fake urgency in save offers | offer-design FTC-PRICING-CLAIMS.md |